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Service Desk Agent St-fnc220921 004/01
2 weeks ago
**The Company**:
A multinational information technology and electronics company.
**The Role**:
As a Service Desk Agent, you will be responsible for the following: The broad area of your job responsibilities will cover the following:
- Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
- Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
- Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
- Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
- Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
**Requirements**:
- Min Diploma in IT related fields.
- 1 year experience in Service Desk.
- Knowledge in Windows OS, MS office, MS Outlook, mobile devices support.
